Repair Policy

Order Cancellation

i. Cancellation of successful prepaid orders can be made before a Service is dispatched by GOVO. Customers will be refunded the full order amount against such cancellation.

ii. To cancel before the Service is dispatched, the customer will need to reach out to our Customer Service team through the available channels: phone, email, live chat, or web form as published on the GOVO website: www.govo.life.

iii. GOVO reserves all rights to cancel or delay orders which it reasonably deems suspicious, fraudulent, manipulated or with wrong prices, delivery address or due to logistics limitations.

Change of Delivery Address

i. Changes to the delivery address of a successful prepaid order can be made before the Service is dispatched by GOVO.

ii. To make such change, the customer will need to reach out to our Customer Service team through the available channels:phone, email, live chat, or web form as published on the GOVO website: www.govo.life.

Repair Requests

Requests for repairs i) damaged Services, ii) non-performing Services (meaning not functioning based on the standards set forth in the applicable Service user manuals), or iii) incorrect Services (i.e. incorrect Service colour), received should be made to our Customer Service team within 7 calendar days of delivery of the Service through the available channels: phone, email, live chat, or web form as published on the GOVO website www.govo.life.

Such requests are subject to the Service Warranty below and GOVO will handle and resolve them as set out in the Service Warranty.  Any approved replacement, repair, or refund (where replacement and repair is not possible) will be made to the customer within 14 business days of receipt of the affected Service at GOVO’s facility, via the original method of payment, except for cash on delivery orders for which the optimum, at GOVO’s discretion, method will be provided to the customer.

Service Warranty

1. All GOVO Services are covered under a standard manufacturer’s warranty of up to one year after delivery of the same.

2. This Service Warranty is valid only in India and is not transferrable.

3. If a Service i) undergoes a repair by an unauthorised repair center, company or individual or has been modified or altered by any party other than GOVO or GOVO’s duly authorised representatives, ii) is handled or stored incorrectly or is used for a purpose which the Service is not meant for or is used in a way which is against the prescribed norms of usage as mentioned on the  Service user manual and/or the Terms of Service, iii) has not been installed, operated, or maintained in accordance with instructions supplied by GOVO, or (iv) has been subjected to abnormal stress, misuse, negligence, or accident, the warranty will be  void and GOVO shall not be obligated to replace, repair nor provide a refund for such Service.

4. The customer is required to keep the proof of purchase, for example the invoice, at hand while communicating with our Customer Service team.

5. In the event of a repair or replacement, only the residual warranty will be applicable on the repaired or replaced Service.

6. To benefit from this Service Warranty, the customers need to get in touch with our Customer Service team within the timeframe set out above through the available channels:  phone, email, live chat or the web form as published on the GOVO website www.govo.life.

7. If a customer successfully notifies GOVO as set out above, GOVO will facilitate a free pick-up of the affected Service from the customer’s delivery address and drop off for the applicable, if any, repaired or replacement Services at customer's delivery address. Services picked up from customers will be inspected at GOVO's facility to confirm the alleged issues and GOVO will determine eligibility for repair or replacement.

8. In case of discontinued or end-of-life Services and where repair is not possible, GOVO will try to replace it with a Service of equivalent age, value, condition, and functionality. GOVO has the right to decide, after establishing eligibility, whether it will repair or replace the affected Service, despite customer’s preference between the two options and GOVO’s decision will be final in this regard.

9. Only if GOVO determines that both the replacement and repair options for a Service are not possible, despite a customer being eligible for the same, GOVO will provide the affected customer with a Service refund, as per the below matrix.

10. Any approved replacement, repair or refund will be made to the customer within 14 business days of receipt of the affected Service at GOVO’s facility, via the original method of payment, except for cash on delivery orders for which the optimum method, at GOVO’s discretion, method will be provided to the customer. Notwithstanding the foregoing, repairs may take longer depending on the issue and our customers hereby understand that we will not be in breach if this occurs.

Period of Purchase

Refund amount % (percentage of original invoice value)

< 3 Months

80%

>3 & up to 6 Months

60%

>6 & up to 9 Months

40%

>9 & up to 12 Months

30%